getting started with speech analytics final · 2017-11-16 · goals driving analytics initiatives...
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Getting Started With Speech Analytics:
What You Need To Know
Ann ThayerAccount ManagerCallFinder
Chris LawsonManaging PartnerLawson Concepts
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Today’s Agenda
Introduction to speech
analytics
Speech analytics
strategies
Secrets of success
Examples
Misconceptions and
myths
Creating a blueprint
Governance
How others are
succeeding
What You’ll Learn
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Confronting Challenges Query data Sort Filter Educated guess
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How Does Speech Analytics Work?
Indexing
SearchableAudio
Recorded Calls
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What Does It Look Like?Analytics Dashboard | Call Scorecards | Call Records
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How To Start Using Speech Analytics?
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Goals Driving Analytics Initiatives
21%
Source: Aberdeen Group – Speech Analytics: Listen to your Customers
48%
29%
25%
21%
Insight into customer experience with their product or service
Evaluate employee performance
Monitor customer responses to competition & services
Monitor the customer experience such as on-hold, transfers, or any other interaction processes
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Last Week
This Week
Common Misconceptions
8
25% 40% 38%
-5%
FIX IVRMENU
3.2
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Overcoming Stumbling Blocks
Have resources in place to use speech analytics
Create governance model to leverage the data
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Blueprint: Starting With Speech Analytics
Vision
Assess
Requirements
StrategyAnalysis
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The Governance Model Resolution Culture Dysfunction Accountability
Change Management
Review Calls
Identify Issues
Impact Analysis
Solution Design
Implement
Track & Measure
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Managing Speech Data & Analysis
Resources
Quick results
Early ROI
Focus on improvement
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Voices (Outside In vs. Inside Out)
I’m trying to explain sir….
This is my third call …
She’s clueless!
He’s a jerk!
Voice Of Customer Voice Of
Organization
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Operational Methods
Compliance
ProcessImprovement
QA
Projects
Services
Products
Trends
?
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EXAMPLESGetting Started with Speech Analytics
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Reducing Unnecessary Call Volume
What’s the password?
“RESET”
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Increasing Customer Retention
“Ridiculous”
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Improving Customer Experience
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Increasing Service Effectiveness
Category Category Phrase Category ScoreCall Opening Greeting 7.7%
Branding
Problem Solving Skills Ask customer to describe problem 41%Ask questions to clarify understanding
Solution Presentation Affirm understanding of problem 51.3%Present SolutionAgree on Solution
Call Closing Confirm customer understanding 55.1%
Team Score: 38.8%
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Operationalizing
Resources
Governance Model
Blueprint
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Problem Solving
— ALBERT EINSTEIN
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CallFinder’s Free Assessment of YourAgent-Customer Conversations
Define needs and goals together.
We analyze recorded conversations for content discovery.
We build search categories specific to call content and goals.
You receive top-level insights.
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Steps of Free Assessment Engagement